Your questions answered

PRODUCT INFORMATION

How do I know what size to buy?

As a starting point, check our Size & Fit page for specific advice (note all measurements on our chart are that of the innersole). It’s best to check your measurements using this guide, as sizes do vary between different shoe brands and we want to make sure you get the right size the first time. If buying shoes for little ones, we recommend leaving approx 5mm - 12mm in front of the large toe to allow for growth.

What are your shoes made from?

All our shoes are made from the finest non toxic genuine leather upper and inner, using genuine full grain and smooth leathers. Please note that as this is a natural product there may be variations in grain, although we do our best to minimise this as much as we can. The soles are made from non-toxic rubber for non-slip, all day wear and comfort.

How do I care for my new leather shoes?

It’s best to use a leather cleaner and soft rag to remove dirt, however if you don’t have access to a leather cleaner you can wipe over your shoes using a slightly damp cloth. Once the shoe is clean and dry, you can waterproof them to protect them from damage, paying attention to stitching, soles and heels.

My shoes look different to the website - what do I do?

As leather is a natural product, some cosmetic blemishes or fluctuations in colour is expected. Every effort has been made to ensure that your Millwoods Shoes meet our rigid quality standards, however, if there is a problem, please let us know immediately so that we can make arrangements to correct it to your satisfaction.

How do you ensure product quality?

We have a rigid quality control process and thoroughly test our leathers, stitching, glues and gum soles to ensure durability and all-day comfort. If you have any concerns about the quality of your shoes, email us via support@millwoods.com.au so we can discuss your issue and help resolve it.

 

CHECKOUT

How can I pay for my shoes?

Payment is easy. You can use Visa, MasterCard or PayPal for convenient online payment and you can also pay for your order by using Afterpay as well.

Can you gift wrap my purchase?

Unfortunately, we don’t offer a dedicated gift wrapping service, however, our shoes do come well wrapped in a reusable cloth shoe bag. While we can’t gift wrap your purchase we are happy to include a handwritten note if it’s a gift. Just let us know at checkout.

 

SHIPPING

How do you deliver and how much does it cost?

For all Australian orders (shipped to an Australian address) we use Australia Post - Parcel Post. For international orders we use DHL. Our Postage and Delivery page has more detailed information on our delivery process, including estimates of cost.

Can my order be delivered to a different address from my billing address?

It sure can. Before you finalise your purchase, you’ll find an option to choose a different delivery address during checkout. Fill it out and we’ll direct your order to the right address.

What happens if I am not home when the parcel is delivered?

If you’ve selected an Australian residential address for your delivery, a card will be left with instructions for where to go to collect your parcel. Should your parcel not be delivered, it will be returned to us and we’ll be in touch to arrange re-delivery. To avoid these issues, we recommend sending your purchases to a PO Box address or a business address, if possible.

Do you ship internationally?

Yes we do! We offer worldwide shipping at a flat rate of $20 AUD. If you would like to know more about international shipping check out our Postage & Delivery page.

If you would like to send a pair of shoes to a country not listed on our website send an email via support@millwoods.com.au to arrange postage.

 

RETURNS

What do I do if my shoes don’t fit?

We are happy to exchange or offer a refund on unworn goods, with original packaging in resalable condition within 14 days of delivery. Check out our Cancellations, Returns and Exchanges page for more information.

Can I return a sale item?

Sale item purchases are final. We can’t accept refunds or exchanges on sale items, unlessthey are faulty, or wrongly described.